Unfortunately, I'm not aware of any pharma-specific trends regarding contact centers. My suggestion is to contact Purdue University's Center for Customer Driven Quality at http://www.cfs.purdue.edu/conscirt/quality.html. If anyone has statistics specific to your industry, they will. You might also try pharma industry professional associations, professional associations often track industry-specific customer service trends like this.
Dig Deeper on CRM strategy and implementation
Related Q&A from Bryant Downey
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.